Managed Router Solutions (MRS)

Transcription

1 Managed Router Solutions (MRS) 12.1 AT&T Managed Router Solutions Overview Managed Router Solutions (MRS) Pre-Packaged and Custom MRS Services are an enhancement for the FTS-LD AT&T Frame Relay, Asynchronous Transfer Mode (ATM), Private Line (DTS) or IP-enabled Frame Relay/ATM customers. MRS provides the installation and management of both the logical and physical elements of a customer s wide area network (WAN), including equipment, maintenance and ongoing network administration. MRS service includes the management of the AT&T transport service, which shall be ordered through the FTS-LD contract. Pre-Packaged MRS was designed for small to medium-sized networks that use a hub and spoke or dual hub and spoke topology. Seven different Pre-Packaged router packages ensure that an appropriate match for each customer site, from busy U.S. hub sites to non-u.s. remote sites with minimal traffic. The AT&T-provided Cisco routers can accommodate multiple protocols and access speeds up to DS-3. Customers can also upgrade their service with such options as ISDN-BRI or PRI ports, high-speed router interfaces or Frame Relay Plus Integration. Pre- Packaged MRS also supports customer owned Cisco routers the Customer Owned Equipment (COE) option. AT&T will provide Pre-Packaged MRS service on a LEC tail circuit, but not on another carrier s circuit. Custom MRS was designed for medium to large-sized networks with similar characteristics as the Pre-Packaged MRS. Custom MRS allows more flexibility in features and capabilities larger networks can implement with cost efficiency. There are seventeen custom packages defined primarily around the current series of Cisco routers and their respective maximum bandwidths. Four additional Management only Custom MRS packages are available to provide the option of obtaining the II-12-1

2 installation and implementation services as a separate stand-alone non-recurringcharge that is not bundled into the monthly Custom MRS charge. Optionally, AT&T will provide Custom MRS service on a LEC tail circuit and/or on a Secondary Carrier circuit when used in conjunction with an AT&T circuit of equal or greater bandwidth. Other optional features within Custom MRS include advanced Internet Protocol Security (IP Sec), such as, Dynamic Multipoint Virtual Private Networking (DM- VPN) Service Description MRS consists of five main management functions: 1. Architecture On new installs for AT&T-provided or COE, AT&T s networking experts evaluate the existing network, including: Identifying current hardware, software and transport systems Reviewing current network traffic patterns and performance levels. 2. Design and Engineering From service order through implementation the WAN solution is designed and continually reviewed to provide the optimum network design, including: Recommending the appropriate Committed Information Rate (CIR), network access connection speeds and Permanent Virtual Circuit (PVC) requirements for current needs and future growth. Determining the necessary Customer Premises Equipment (CPE) for each site Identifying the physical and logical equipment configurations. For Custom Service customer specifies Service Level requirements. 3. Installation and Implementation An AT&T Project Implementation Manager (PIM) develops an implementation plan and, with agency approval, oversees installation activities. These include: II-12-2

3 Procuring CPE (Under this offer, the CPE that is procured is part of the MRS service and is owned by AT&T. Ownership does not transfer to the Government) Connecting all CPE at each site Loading necessary software Configuring all installed equipment Performing network validation testing Installation and Implementation must be obtained separately when using the Management only option of Custom MRS. 4. Operations Management An AT&T Managed Services Support Center (MSSC) or Global Customer Support Center (GCSC) monitors the agency wide area network continuously, and performs the following services: Testing hardware and transport components to confirm proper operation Gathering operational statistics for performance and management reports. Prepackaged configuration reports are available to each customer through an AT&T web-based application called GlobalView, while Custom configurations reports are available through AT&T s BusinessDirect portal. Once the MRS service is established, these reports are available at no additional cost. Custom configuration reports are retained as defined by the customer as part of the complete design. Prepackage configuration reports are retained as follows: Daily Data Hourly Data at the Group Level, at the Device Level, Real-time Data Fault identification, resolution and reporting II-12-3

4 Acting as the single point of contact for the agency. 5. Lifecycle Management The MSSC or GCSC also handles ongoing configuration requirements of the agency s network, including: Network performance reports for a customer s view of AT&T network management Tracking and administering changes to the CPE and transport configurations Reloading CPE and transport configurations, if needed Performing software updates. MRS Pre-Packaged configurations include the following CPE, whether supplied and owned by AT&T or as part of the COE option: Cisco router CSU/DSU Out-of-band modem A dedicated dial analog line provided by the customer is required for outof-band access by AT&T. Software Cables. Custom configurations may include the above list of items and may include, but not be limited to additional items, such as, switches and firewalls. A Custom MRS will be invoked by using the Managed Custom Networking Services (MCNS) process described in Section 7 of the FTS-LD technical volume. The following diagram, Figure , illustrates AT&T s MRS offering: II-12-4

5 Figure AT&T s Managed Router Solutions Each customer hub site will have a management PVC to the AT&T Network Management Center. For pre-package configurations, if the hub site has dial backup via PRI ISDN service, diverse access is required and each hub site must be equipped with at least one (1) ISDN dial backup connection for every sites. AT&T provides the Management PVC as part of the MRS service. For pre-package configurations the customer will provide the ISDN transport for the dial backup Billing Methods The Pre-Packaged MRS service and Custom MRS service will be billed from the AT&T Government Solutions Integrated Services Biller (ISB). MRS service charges will be invoiced and delivered to the Government on a monthly basis. The invoice for MRS will include the Agency Hierarchy Code (AHC) for each II-12-5

6 agency that has ordered this service. If an agency orders Pre-Packaged MRS for international locations, an international surcharge will apply to the basic MRS charges. These surcharges are listed in the Pricing Volume in Table B The Government will receive an invoice each month for each agency with installed MRS Service. This invoice may include one-time charges and/or monthly recurring charges. Site-specific details will be included in the invoice for each agency. All adjustments will be included on the monthly invoice GSA Fee Pre-Packaged MRS Service and Custom MRS Service monthly invoices will include the Management Fee on the invoice each month Service Ordering For the request to implement MRS Pre-Packaged Service, a Service Order Attachment (SOA) will be applicable for each order. The SOA will contain additional commercial terms and conditions applicable to MRS Pre-Packaged. This SOA is included as Appendix I. Custom Service may be ordered as arranged in the design requirements and as mutually agreed and options include, but are not limited to spreadsheet orders and AT&T BusinessDirect order entry. The MRS service will be ordered as a separate service request from the Frame Relay, ATM Service, or Private Line Service required by an agency. The data transport service will be ordered using the process as described in the AT&T proposal for FTS- LD. II-12-6

7 Ordering Additional MRS The MRS ordering approach to Moves, Adds, Changes and Disconnects (MACD) uses a web based form and to begin the process. The process provides a userfriendly interface for the MACD form and submittal process. The MACD requests are submitted via the GlobalView Network Services support system or the AT&T BusinessDirect portal, as applicable, which provides notification to MRS Business Care for Pre-Packaged Service via to the order entry person and the appropriate GCSC for Custom MRS Service. The URL that a customer will use for Pre-Packed service is included below. An agency will enter a MACD service request via the Web. The minimum PC requirements are: Win 95/98/NT 32M RAM Pentium 166 MHz processor Browser: Netscape 4.7 or higher; Internet Explorer 5.0 or higher The MRS Pre-Packaged Service ordering process includes an improved and streamlined process to complete and notify customers about the status of their MACD requests. The web page will automatically provide an copy of the request to the customer s representative and will serve as a check against unauthorized or unscheduled MACD requests. Once the MACD request is submitted, the following system actions occur: Records the MACD form for easy referral and retrieval by the customer. Assigns a unique MACD tracking number that is used in the processing and execution of the MACD request. II-12-7

8 The originator is automatically notified by when the MACD Request is complete. The MACD request will contain text lines similar to the following: This is an notification of a MACD request! Name: Norman Solutions [email protected] Phone: Subject: macdupdate - SC Change Type: Service Change Request Type: Add or Change Equipment MACD Tracking Number: SC URL for Viewing Details of this MACD Request: Customer can electronically submit an order request for: MACD a logical or physical resource for their MRS offering View status of existing MACD requests Contact the MACD support team Send customer feed back on an application. Advance notice must be provided, in writing, of any Customer-initiated network changes to its network. All changes must follow the Move/Add/Change ( MAC ) procedures agreed to in the Customer Information Guide and are subject to AT&T review and approval. Ordering processes for Custom MRS Service are similar to the process described above for Pre-Packaged Service with the options to tailor specific ordering steps and notifications to customer requirements. II-12-8

9 12.6 Implementation Support This section applies when the CPE is provided by AT&T. An AT&T Project Implementation Manager (PIM) will develop an implementation plan and, with agency approval, oversee installation activities. These include: Procuring CPE Connecting all CPE at each site Loading necessary software Configuring all installed equipment Performing network validation testing. For each managed site router, AT&T provides the CPE consisting of the router (for the purposes of this proposal), CSU/DSU unit and asynchronous modem for the router at the designated location. Not all Custom Service configurations require the use of a modem. The asynchronous modem allows AT&T to remotely perform problem determination diagnostics and repairs. For each managed site router, AT&T provides network guidance, installation of the router and associated CPE, component management and network management. The DSU/CSU may be integrated into the router as determined by AT&T. For each managed site router, AT&T will: Install the modem, DSU/CSU and router at the agency location(s) Register and test the AT&T transport connection to the AT&T network Manage the connection and notify and work with the local exchange carriers in case of a disruption in service. The connection is managed by AT&T through the modem, CSU/DSU and router. The connection is managed for AT&T provided CPE up to the customer demark which is the LAN port on the router. II-12-9

10 Provide router management for the CPE used to connect to an AT&T network, including network diagnosis should the AT&T transport connection become inoperable Initiate a dial connection, provided by the agency for Pre-Package configurations, to the routers on the customer s premises to perform management tasks Provide on-site CPE and CPE associated software maintenance at request of an AT&T network management center and track faults with appropriate CPE vendors. AT&T will use commercial standards to respond to receipt of trouble calls for onsite CPE maintenance repair within four hours (response requirements for Custom Service may vary by customer requirement), subject to geographical availability of service personnel. The AT&T MRS service is pro-active and the MSSC or GCSC will auto-detect any trouble. All tickets will be input into AT&T s Business Maintenance Platform (BMP) or BusinessDirect portal, as applicable. The statement subject to geographical availability of service personnel refers mainly to International sites, although it could include a few remote US sites. Some remote locations cannot be reached in 4 hours Government Provided Dial Connection For Pre-Packaged Service AT&T expects the Government will provide a telephone (POTS) line (dedicated where security procedures allow) for AT&T to dial into the router to perform management tasks. II-12-10

11 12.7 Implementation Intervals The MRS equipment to be installed will be coordinated along with the specific transport service that is ordered by an agency. The MRS Pre-Packaged Service equipment will be ordered and scheduled for installation and configuration along with the transport service, Frame Relay, ATM and Private Line services. Custom Service installation intervals will be mutually agreed based primarily on the bandwidth and access delivery intervals Management Features 24x7 Network Monitoring and Management: AT&T monitors the network continuously, resolving any problems that may occur as quickly as possible and eliminating costly downtime. Standard operations management services include: Proactive network testing by using Simple Network Management Protocol (SNMP) techniques in-band and out-of-band Isolating, diagnosing and resolving AT&T related transport and CPE faults Referring non-at&t CPE problems to the customer or their designated service provider. AT&T will refer troubles that are outside the boundary of the MRS service; e.g., an AC power failure at the site. CPE maintenance is provided 24x7x4 for locations where this level of service is available, or at the best available level of service where 24x7x4 is not available. MRS Pre-Packaged Service has a Mean Time to Repair (MTTR) objective of. Appendix J to this proposal contains the MRS Service Level Agreement that defines the level of commitment for this service. Custom Service MTTR is provided as part of the design based on specific configurations and customer response requirements. II-12-11

12 12.9 Web-Based Management Access MRS customers have access to an online management tool that allows them to perform various activities, including: Track site installation and configuration View a network map with resource status information Access performance and management reports Submit moves, adds, changes and deletes Monitor trouble ticket resolution. For Pre-Packaged Service the following URL will allow the agency, via a log-in and password, to access the AT&T GlobalView Network Services Customer Support online application for MRS. URL: During the Implementation process each customer will be given an agency specific login ID and password for access to GlobalView. An MRS Project Implementation Manager (PIM) is assigned to each implementation and is responsible for providing this information to each customer. For Custom MRS Service access will be provided thru AT&T s BusinessDirect portal. II-12-12

13 Figure AT&T Global Network Services Customer Support Performance and Management Reports The following Pre-Packaged Service standard reports are provided in HTML format to view at any time through AT&T s GlobalView website identified in Section 12.9: Router Information Detail Router Performance Frame Relay and ATM PVCs Frame Relay and ATM Access Ports LAN Ports. II-12-13

14 Figure GlobalView Support Tools Similar reports are provided for Custom MRS Service and may be modified per customer requirements as part of the design Service Level Agreements (SLAs) AT&T provides some of the most comprehensive Service Level Agreement (SLAs) in the industry for MRS, including: Monthly reporting of performance standards Proactive credits issued quarterly for Pre-Packaged Service and as often as monthly for Custom Service for failure to meet those standards Worldwide support for Pre-Packaged Service (with some slight variance in performance levels, depending on the country) II-12-14

15 On-Site Implementation Site Availability MTTR If AT&T fails to meet the MRS SLA standards, the agency will receive a credit. The MRS Pre-Packaged SLA is included as Appendix J. Custom MRS Service SLA is provided as a part of the design based on customer requirements, but as a minimum will include: Installation and Repair timeliness, which meet Section H.13.2 requirements. Security and network performance metrics, as mutually agreed, based on design criteria to include network latency, IKE and SA negotiation time, VPN concentrator uptime, data transfer versus circuit overhead, IP packet loss, and jitter delay. Individual node reliability. Security policy (firewall and VPN) change management and implementation. Web-portal reliability and permission/authorization change management and implementation Customer Eligibility Pre-Package Service customers are eligible for the MRS SLAs, at no extra cost, if they meet the following requirements: 1. Customers commit to at least ten sites. 2. All customer sites use AT&T provided and managed transport. 3. Customer sites will be included in the monthly measurements for MTTR Site Service levels after the first site is installed, but not reported until the ten-site commitment is reached. MTTR credits will not be in effect until the ten site II-12-15

16 minimum is reached for one full calendar month. 4. Customer sites are managed by one of the AT&T Network Management Centers. 5. All router configurations are managed exclusively by an AT&T Network Management Center. 6. Customer sites have been tested and accepted by AT&T Network Management personnel. 7. Each router console port has an attached external modem that can be dialed from a network management station for troubleshooting purposes. The modem is dedicated to out-of-band network management and accessible at all times. 8. Each hub site has a management PVC to the AT&T Network Management Center. If the hub site has dial backup via ISDN-PRI service, diverse access is required. Each hub site is equipped with at least one ISDN dial backup connection for every five sites. 9. The Customer Premises Equipment (CPE) is managed and maintained by AT&T. 10. The CPE is compliant with AT&T hardware and software engineering standards. These standards are listed in the Customer Owned Router Supported Routers and Equipment list that is provided as Attachment C in the Technical Volume. 11. The customer must subscribe to a 24x7x4 maintenance agreement where geographically available; otherwise deferred maintenance time shall take effect. II-12-16

17 12. The implementation schedule will be based on mutually agreed upon dates between the customer and AT&T and does not apply to expedite SLA for Optional Features The following Pre-Packaged Service, service level agreement is available for the optional features. The Managed Services Support Center (MSSC) typically performs fault resolution remotely. However, if a problem cannot be resolved remotely, the MSSC will dispatch service technicians to the site. The service level available for this function is: Repair coverage is 7x24 for locations within the United States. A field engineer will arrive at the customer premises within four hours of receipt of the trouble call. Custom Service repair and response requirements will determine the coverage and SLA commitment from AT&T SLA Deliverables For Pre-Packaged Service the WEB Repository (NetMonitor) will provide the ability to view SLA reports and credit status and is available to users who meet the eligibility criteria described in Customer Eligibility section of this proposal Eligibility for the MRS Pre-Packaged Service SLA requires that a customer network have at least (ten) 10 sites installed. If a customer does not have the minimum number of sites required, no SLA credits (for MRS) shall be owed by AT&T. This does not affect the transport SLA that is separate. ID/passwords. access. AT&T will provide two (2) log-in The agency will determine who will get an ID and password for II-12-17

18 Custom MRS Service SLA deliverables will be provided in a similar fashion based on customer requirements and agreed SLA metrics Maintenance Support Single Point of Contact For Pre-Packaged Service customers will contact the AT&T MSSC at any time through a single toll-free number The AT&T MSSC technician assumes ownership of any reported problem, taking whatever steps are necessary to resolve it and providing the agency with hourly updates until the problem is solved. The MSSC is the maintenance center for all MRS customers. For Custom MRS Service customers will contact the assigned GCSC using a toll-free number with escalation support provided as required by the customer. II-12-18